Service Manager

About the role

You own the end-to-end performance of the dealership's service business, driving customer satisfaction, retention, and profitability through disciplined execution. You are accountable for the overall financial health of the service department, ensuring that revenue, gross profit, and customer satisfaction targets are consistently met or exceeded. This role requires you to partner closely with other departments, including Parts and Sales, to create a seamless and efficient operation that reflects Carvana's commitment to quality. You will implement and sustain standardized processes that ensure consistency, safety, and compliance at every level. Your leadership will be measured by the ability to develop people, optimize workflows, and uphold the highest standards of integrity. You are responsible for building a high-trust environment where accountability, continuous improvement, and customer obsession are embedded in daily actions.

Key facts

What you'll do

Lead all aspects of the dealership's Service operations to achieve revenue, gross profit, and customer satisfaction targets.

Oversee daily and weekly performance reviews, analyzing KPIs such as CSI, RO count, gross profit, and technician efficiency, then implement action plans to close gaps.

Drive consistent execution of operating standards, including standardized work, 5S, safety protocols, and visual management across the service floor.

Partner with the Parts Manager to improve workflow, reduce cycle times, and maximize throughput in both the shop and parts departments.

Monitor warranty processes rigorously to ensure full compliance and maximize claim recovery for the dealership.

Continuously improve the customer experience by focusing on speed of service, first-time fix rate, and overall satisfaction metrics.

Serve as the primary liaison with OEM representatives for service-related matters, ensuring clear communication and alignment.

Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards at all times.

Directly manage service vendors, such as paint and body suppliers and detailers, to ensure efficient, high-quality work at a competitive cost.

Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect both associates and customers.

Proactively manage OEM facility inspections, responding promptly to audit findings and driving timely resolution of identified issues.

Build and sustain positive working relationships with OEM field teams to foster strong collaboration and mutual support.

Recruit, hire, and retain a high-performing Service team, maintaining a robust bench of qualified candidates for critical roles.

Improve, sustain, and oversee training, certification, and career progression programs for associates at all levels to support growth and engagement.

Deliver competency-based feedback and performance reviews that drive accountability, development, and measurable performance improvements.

Requirements

You must possess a minimum of 5 years of management experience, either in automotive dealership operations or a lean manufacturing environment.

You must hold a valid driver's license and maintain a clean driving record.

You have a proven track record of leading and developing associates to achieve high performance in a results-driven environment.

You demonstrate strong knowledge of service operations, including warranty processes, OEM compliance, and parts management.

You are skilled in analyzing performance data and using insights to guide decision-making and operational adjustments.

You have experience implementing standardized work, safety protocols, and continuous improvement methodologies such as Lean or Kaizen.

You are capable of managing multiple priorities and leading cross-functional collaboration under tight deadlines.

You show strong leadership in enforcing compliance with brand standards, OSHA requirements, and loss-prevention practices.

You are committed to fostering a culture of teamwork, engagement, and operational excellence among service staff.

Practical notes

The engagement details for this role are specified in the source information and should be reviewed directly in the posting or application materials.

This role requires adherence to all applicable policies regarding hours, travel, and visa requirements as outlined in the source documentation.

Any deadlines related to application submission or onboarding must be followed as specified in the source materials.

The Service Manager, Dealership Operations plays a critical role in ensuring that the dealership's service function operates at a world-class level. You will be responsible for aligning people, processes, and systems to deliver outstanding customer experiences while protecting the company's reputation and profitability. Your influence will extend across the service department, parts counter, and vendor relationships, making this a pivotal leadership position within the Carvana dealership network. Success in this role depends on your ability to balance strategic planning with day-to-day execution, ensuring that every interaction and process reflects the values of quality, trust, and care. You will work closely with internal stakeholders to resolve issues, drive efficiencies, and maintain compliance with OEM expectations. This position offers the opportunity to lead a talented team and make a meaningful impact on the overall success of the dealership. Your leadership will directly influence customer loyalty, team engagement, and long-term business performance.